No Room For Error

| Helsingborg, Sweden | Working | February 11, 2014

(I work in a call center handling technical issues for a rather large international PC manufacturer. One of my coworkers is new and has gotten a call he can’t handle. I am listening in on my coworker sitting next to me, who offers to take the call. The company policy is that we don’t handle software issues, only hardware issues.)

Coworker: “Hello and welcome to [Company]. My name is [Name]. How can I help you?”

Customer: “Hi. I think my PC has gotten a virus. Could you please help me?”

Coworker: “No problem. What I need you to do is place your PC directly at the center of the room it is located in, unplug all cables and leave it for 24 hours. Then the virus will go away.”

(At this point, I can’t believe my ears.)

Customer: “Okay, I will do that. Thanks!”

Coworker: “If you have any further questions, please call back. My name is [Name]. Just ask for me.”

Customer: “Thank you!”

(The call ends. Two days later, my coworker gets a callback from the same customer.)

Coworker: “Hello and welcome to [Company]. My name is [Name]. How can I help you?”

Customer: “Hi. We spoke two days ago. My PC had a virus. You asked me to place it in the middle of the room, unplug it and wait 24 hours. I did, and the virus is still there.”

Coworker: “Did you place it in the middle of the room?”

Customer: “Yes!”

Coworker: “Did you measure?”

Customer: “Er… no?”

Coworker: “It needs to be exactly in the middle of the room. Please measure and try again.”

Customer: “Okay…”

(The call ends. The customer never calls back.)

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